SYLLABUS/ CURRICULUM - UGC Curriculum... · Curriculum Syllabus for Departmental Manager Departmental Manager SYLLABUS/ CURRICULUM This programme is aimed at training candidates for

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Curriculum Syllabus for Departmental Manager

Departmental Manager SYLLABUS/ CURRICULUM

This programme is aimed at training candidates for the job of “Departmental Manager”, in the “Retail” Sector/Industry and by the end of the program aims at building the following key competencies amongst the learner:

1 Plan visual merchandise 7 Develop individual retail service opportunities

2 Establish and satisfy customer needs 8 Communicate effectively with stake‐holders

3 Monitor and manage store performance

9 Help maintain health and safety

4 Provide leadership for your team 10 To work effectively in your team

5 Build and manage store team 11 To work effectively in your organisation

6 Allocate and check work in your team 12 Manage a budget

This course encompasses 12 / 12 NOS of “Departmental Manager” - RAS/Q0106, Qualification Pack issued by RASCI.

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Module/Topic Key Learning Outcomes NOS Code

1 Plan visual merchandise

Performance Criteria The learners will be able to:

Identify the purpose, content and style of the display.

Identify the equipment, materials, merchandise and props you need to create and install the display and the dates for completing it.

Evaluate whether the place you plan to put the display is likely to fulfil the design brief.

Create new and effective ways of improving the visual effect of displays, within the limits of the design brief, the company’s visual design policies and the authority you have.

Confirm that the features of merchandise and props shown in the design brief are those most likely to attract customers’ attention.

Identify other merchandise and props when those originally specified are not available or not suitable, and agree your selections with the right person.

Agree arrangements for delivery of merchandise and props with the right people,

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allowing enough time for deliveries to arrive before the display must be installed.

Check the progress of deliveries and take suitable action if delays seem likely.

Update stock records to account for merchandise on display.

Knowledge and Understanding The learners will be able to apply knowledge of:

The role of displays in marketing, promotional and sales campaigns and activities

The importance and content of the design brief

How to use the design brief to identify what you need for the display

Different approaches to designing displays for different types of merchandise, and why these are effective

How to evaluate the potential places to put the display so you meet the design brief

Company policies for visual design

The role of displays in marketing, promotional and sales campaigns and activities

How to use the design brief to identify what you need for the display

different approaches to designing displays for different types of merchandise, and why these are effective

How light, colour, texture, shape and dimension combine to achieve the effects you need

How to assess the potential of places to put displays to meet the design brief

Company policies for visual design

The merchandiser or buyer that you need to consult about merchandise and props

How to arrange delivery of merchandise and monitor the progress of deliveries

Why you must update stock records to account for merchandise on display, and how to do this.

2 Establish and satisfy customer needs


Stay alert to, and make unobtrusive observations about, customer choices and movements within the store

Heed to customer queries about the products and supplies they wish to purchase and

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unobtrusively and politely enquire about their purchase requirements, when necessary

Help customers identify the product or supplies they wish to purchase and direct / accompany them to the exact store location where the specific product or supplies are stocked / displayed

Confirm with customers that the products and supplies being packed, wrapped and billed exactly match their selections.

Extend appropriate courtesy to customers during the sales process and provide appropriate and accurate information and advice

Provide information on variants of product and supplies available in the store and enable customers to make informed purchase decisions

Enable customers to make choices appropriate with their product, supplies and brand preferences and complete their basket of purchases

Where allowed, by store or business policy, advise the customer to sample the product or supplies in the course of the purchase decision

Maintain prescribed levels of store, environmental and personal hygiene and ensure health and safety within the store environs and peripheral areas

Ensuring that customers fulfil their purchase process smoothly from start to billing by minimizing waiting times at different stages of the process


Appropriate behaviour with customers in a retail environment and the assisted self‐serve nature of the store environment

How to maintain brief, to‐the‐point, accurate and polite responses to customer queries

How to avoid being perceived to be intrusive, or step back from a situation perceived to be intrusive, by the customer

How to guide the customer with the right information and advice, when solicited

How to ensure customer comfort, and avoid customer discomfort, within store premises

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Measurement and calibration of the quantity and quality of product and supplies the customer wants

Make near‐appropriate judgments about different types of customers, their requirements, choices and preferences

Help select the most appropriate products and supplies based on the knowledge of such judgments

Provide logical, intelligent or creative suggestions – as warranted or solicited – about products and supplies with an appropriate and reasonably accurate understanding of customer needs and requirements with an aim of enabling an informed choice / decision for the customer

Suggest alternative products and supplies when products the customer wants are out of stock

Suggest suitable products and supplies when the customer is undecided

How to maintain and ensure a conducive and congenial atmosphere for customers to navigate, browse through and purchase products and supplies

Relevance of store offerings to different individual customers, their purchase habits and frequencies of purchase

Individual preferences, choices and opinions of customers through proper attention, listening and conversing

Preferences of different types of customers by observing their behaviour, actions, choices and repeat visits to the store

How to ensure compliance with health, safety and hygiene requirements for stock, store environment and paraphernalia

How to remove products and supplies from the shelves / display or to not suggest customers products and supplies that are beyond sell‐by date or have perished or rendered inedible or non‐consumable

What suitable alternatives are to be offered when products or supplies customers wish to purchase are unavailable or when customers are unable to make a choice or a decision

What suitable additions or enhancements to purchase are to be suggested by avoiding being overbearing, obtrusive or irrelevant

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Provide information and advice to customers about safely transporting, storing, / safekeeping or refrigeration of products, especially when such information or advice is solicited

Utilize a variety of sales techniques, as appropriate to the situation and to the self‐serve nature of the retail environment, to effect customer purchases

Provide appropriate assistance, information or advise, at appropriate stages, in an opportune but unobtrusive and non‐overbearing manner to effect customer purchases

Provide accurate information on store promotions on offer at the time of purchase to effect customer purchases

Make use of the understanding of generic and specific, individual, customer habits and preferences to effectively suggest and sell products and supplies

Suit your mannerisms to extend a personalized purchase experience to the customer

3 Monitor and manage store performance


Monitor retail operations against targets

Check that the quality of the products and customer service are maintained

Adapt allocation of work activities to meet changing priorities and targets

Report factors influencing effectiveness which are outside your own area of responsibility to the relevant people

Make recommendations to improve retail operations to relevant people


Different ways of communicating effectively with members of a store team.

How to set store business objectives which are SMART (Specific, Measurable, Achievable, Realistic and Time‐bound).

How to plan the achievement of store team objectives and the importance of involving team members in this process

The importance of and being able to show store team members how personal work

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objectives contribute to achievement of team objectives

The importance of encouraging others to take the lead and ways in which this can be achieved

The benefits of and how to encourage and recognize creativity and innovation within a team

4 Provide leadership for your team


Set out and positively communicate the purpose and objectives of the store business to all store team members

Involve key store team members in planning how the team will achieve store business objectives

Encourage team members to take the lead when they have the knowledge and expertise and show willingness to follow this lead

Ensure that each member of the team has personal work objectives and understands how achieving these will contribute to achievement of the store business’s objectives

Encourage and support team members to achieve their personal work objectives and those of the team and provide recognition when objectives have been achieved

Win, through your performance, the trust and support of the team for your leadership

Steer the team successfully through difficulties and challenges, including conflict, diversity and inclusion issues within the team

Encourage and recognize creativity and innovation within the team

Give team members support and advice when they need it especially if and during periods when the store business is below set goals

Motivate team members to present their own ideas and listen to what they say

Monitor activities and progress across the store team without interfering


Different ways of communicating effectively with members of a store team.

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How to set store business objectives which are SMART (Specific, Measurable, Achievable, Realistic and Time‐bound).

How to plan the achievement of store team objectives and the importance of involving team members in this process

The importance of and being able to show store team members how personal work objectives contribute to achievement of team objectives

That different styles of leadership exist

How to select and successfully apply a limited range of different methods for motivating, supporting and encouraging team members and recognizing their achievements

Types of difficulties and challenges that may arise, including conflict, diversity and inclusion issues within the team, and ways of identifying and overcoming them

The importance of encouraging others to take the lead and ways in which this can be achieved

The benefits of and how to encourage and recognize creativity and innovation within a team.

5 Build and manage store team


Clearly articulate the purpose of the store business and the team – what it has to achieve, and why a team rather than an individual approach is required

Identify the diversity of expertise, knowledge, skills and attitudes required to achieve the team purpose

Identify store team members’ expertise, knowledge, skills and attitudes and agree their particular roles within the team

Use team selection and development processes to develop any expertise, knowledge, skills and attitudes lacking in the team

Agree with team members the behaviours that are likely to help the achievement of the team purpose and those that should be avoided because they are likely to hinder progress

Help team members understand their unique contribution to the team and to the store business, the contributions expected of fellow

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team members and how these complement and support each other

Provide opportunities for team members to get to know each other’s strengths and weaknesses and build mutual respect and trust

Allow time for the team to develop through its stages of growth

Help the team seize opportunities presented by changes in the team composition and support the introduction of new team members

Encourage team members to share problems with each other and solve these creatively together

Encourage open communication between team members, including providing feedback designed to enhance the performance of fellow team members and the team as a whole

Review the performance of the team at appropriate points and evaluate how well its purpose is being achieved

Celebrate team and individual successes together, and acknowledge when things go wrong, before refocusing the team’s energy on achieving its purpose

Disband the team if and when its purpose has been achieved and it is no longer required for other purposes


The principles of effective communication and how to apply them

How to identify the diversity of expertise, knowledge, skills and attitudes required to achieve the team purpose

The importance of selecting store team members with the required expertise, knowledge and skills and different personalities so they can play complementary roles within the team, and how to do so

The importance of agreeing with team members the behaviours that are likely to help achievement of the team purpose and those that are likely to hinder progress and should be avoided

How to help team members to understand their unique contribution to the team

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purpose, the contributions expected of fellow team members and how these complement and support each other

The importance of providing opportunities for team members to get to know each other’s strengths and weaknesses and build mutual respect and trust

How to encourage team members to get to know each other’s strengths and weaknesses and build mutual respect and trust

The importance of encouraging open communication between team members, and how to do so

How to provide feedback to team members to enhance the performance of fellow team members and the team as a whole

The importance of allowing time for the team to develop through its stages of growth (forming, storming, norming, performing), and how to do so

The importance of celebrating team and individual successes together and commiserating together when things go wrong

Ways of refocusing the team’s energy on achieving its purpose

6 Allocate and check work in your team


Use information collected on the performance of team members in any formal appraisal of performance.

Recognise successful completion of significant pieces of work or work activities by team members and the overall team and advise your manager.

Identify unacceptable or poor performance, discuss the cause(s) and agree ways of improving performance with team members.

Monitor the team for conflict, identifying the cause(s) when it occurs and dealing with it promptly and effectively.

Motivate team members to complete the work they have been allocated and provide, where requested and where possible, any additional support and/or resources to help completion.

Support team members in identifying and dealing with problems and unforeseen events.

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Check the progress and quality of the work of team members on a regular and fair basis against the standard or level of expected performance and provide prompt and constructive feedback.

Encourage team members to ask questions, make suggestions and seek clarification in relation to the work they have been allocated.

Recognise and seek to find out about differences in expectations and working methods of any team members from a different country or culture and promote ways of working that take account of their expectations and maximise productivity.

Brief team members on the work they have been allocated and the standard or level of expected performance.

Allocate work to team members on a fair basis taking account of their skills, knowledge and understanding, experience and workloads and the opportunity for development.

Plan how the team will undertake its work, identifying any priorities or critical activities and making best use of the available resources.

Confirm the work required of the team with your manager and seek clarification, where necessary, on any outstanding points and issues.


Different ways of communicating effectively with members of a team.

The importance of confirming/clarifying the work required of the team with your manager and how to do this effectively.

How to plan the work of a team, including how to identify any priorities or critical activities and the available resources.

How to identify sustainable resources and ensure their effective use when planning the work of a team.

How to identify and take due account of health and safety issues in the planning, allocation and checking of work.

Why it is important to allocate work across the team on a fair basis and how to do so.

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Why it is important to brief team members on the work they have been allocated and the standard or level of expected performance and how to do so.

The values, ethics, beliefs, faith, cultural conventions, perceptions and expectations of any team members from a different country or culture and how your own values, ethics, beliefs, faith, cultural conventions, perceptions, expectations, use of language, tone of voice and body language may appear to them.

Ways of encouraging team members to ask questions and/or seek clarification and make suggestions in relation to the work which they have been allocated.

Effective ways of regularly and fairly checking the progress and quality of the work of team members.

How to provide prompt and constructive feedback to team members.

How to select and apply a limited range of different methods for motivating, supporting and encouraging team members to complete the work they have been allocated and improve their performance, and for recognising their achievements.

The additional support and/or resources which team members might require to help them complete their work and how to assist in providing this.

Why it is important to monitor the team for conflict and how to identify the cause(s) of conflict when it occurs and deal with it promptly and effectively.

How to take account of diversity and inclusion issues when supporting and encouraging team members to complete the work they have been allocated.

Why it is important to identify unacceptable or poor performance by members of the team and how to discuss the cause(s) and agree ways of improving performance with team members.

The type of problems and unforeseen events that may occur and how to support team members in dealing with them.

How to log information on the ongoing performance of team members and use this

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information for performance appraisal purposes.

7 Develop individual retail service opportunities


Identify the types of client who would benefit from your service and whose custom would help you achieve your sales targets

suggest ideas for building the client base that are suitable for the client profiles and achievable bearing in mind the budget and time available and company image and policy

Follow company policies and procedures for building the client base

Review your progress against your plans at suitable intervals

Recognize whether you are achieving the results you need and adjusting your plans when necessary

Give your manager clear and accurate reports of your progress at the agreed times

Spot suitable opportunities to approach potential clients

Approach potential clients in a way that projects your company’s image effectively and is likely to help create a business relationship

Quickly create a rapport with potential clients

Talk to potential clients in a persuasive way about your services

Compare your service with competitors’ services in ways that make clear the advantages of your service while being honest and fair

Exchange relevant information with potential clients when appropriate

Record client information promptly, accurately and in a way that allows you to use the information effectively

Store and use client information in line with data protection laws and company policy

When it is not possible to keep promises to potential clients, tell them promptly and offer any other suitable information or help


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Your sales targets and when you should achieve them by

Client profiles relevant to the brands and services you are personally responsible for selling

The number and types of clients you are likely to need in order to meet your sales Targets

Company policies and procedures for developing business relationships with clients

How best to balance your time between finding new clients and selling to existing clients

How often to review your progress in finding new clients

How to measure your progress in ways that help you decide if you need to change your approach

When and how you should report your progress to your manage

The type of business relationships you need to create with potential clients

The image your company wants to promote to customers

The difference between features and benefits

The features and benefits of the service you provide

How to talk to potential clients in a persuasive way about your service

How to find out about competitors’ services

How to compare competitors’ services with yours, so that potential clients can understand how using your service would benefit them

How to identify suitable opportunities for approaching potential clients

How to approach potential clients in a way that creates a positive impression of you and your company and is likely to help create a business relationship

How to create a rapport quickly with prospective clients

The information you need to exchange with potential clients

Why you need to keep any promises you make to potential clients, for example sending them information they have asked for

How to record information about potential clients so that you can use it effectively

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Why client confidentiality is important to the business relationship

Relevant aspects of the data protection laws and company policy to do with client confidentiality

Technical Knowledge The learners will be able to apply technical knowledge of:

8 Communicate effectively with stake‐holders


Pass on written information only to those people authorised to receive it and within agreed timescales

Keep the information in written documents as required by your organization;

Maintain the communication mediums in line your instructions and organisation's procedures

Make sure the communication equipment you use is working properly, take corrective action as required

Acknowledge incoming communication promptly and clearly, using appropriate terminology

Pass on information to persons who require it within agreed timescales

Check to ensure that the information you give is understood by the receivers

Take prompt and effective action when there is difficulty in transmission or reception of information

Accurately interpret and act upon instructions that you receive

Make sure you get clarifications when you need to

Consult with and help your team members to maximise efficiency in carrying out tasks

Give instructions to others clearly, at a pace and in a manner that helps them to understand

Listen actively and identify the most important things that customers are saying

Identify the most important things that customers are telling you

Summarize information for customers

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Use appropriate body language when communicating with customers

Read your customers’ body language to help you understand their feelings and wishes

Deal with customers in a respectful, helpful and professional way at all times

Help to give good customer service by passing messages to colleagues

Understand the roles and responsibilities of the different people you will be working with

Agree and record arrangements for joint working that are appropriate and effective

Agree to the information sharing timing, reasons and confidentiality

Discuss on how and when the joint work will be monitored and reviewed

Undertake your role in the joint working in a way that is consistent with agreements made, your own job role and relevant policies and standards

Represent your agency's views and policies in a clear and constructive way

Identify any tensions and issues in the joint working and seek to address them with the people involved

Seek appropriate support when you are having difficulty working effectively with staff in other agencies


How to make sure information is correct and current

The different documents / report formats that you are required to keep

Your organization’s procedures and policies for preparing and passing on written information

How to make sure your communication equipment is working properly and what to do if it isn't

The limits of your authority and responsibility for passing on information

The regulations or policies that you should follow for using communications systems, including for private use

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What to do if there are problems in using communications equipment, and the location of alternatives that you could use

The terminology that you should use in communication mediums (phonetic alphabet, the 24 hour clock, call signs, etc)

Who to ask if you need to clarify something, or ask questions about your work

How to talk and work with others to work efficiently, without adversely affecting your own work; the difference between hearing and listening

How to use and read body language effectively

How to use questions to check that you understand what customers are telling you

How to summarize and speak clearly

The relevant legislation, organizational policies and procedures that apply to joint working

The roles and functions of your stake‐holders and their broad structures, methods of communication and decision making processes

The principles and benefits of joint working between different stakeholders

The factors likely to hinder joint working

9 Help maintain health and safety


Follow company procedures and legal requirements for dealing with accidents and emergencies.

Speak and behave in a calm way while dealing with accidents and emergencies.

Report accidents and emergencies promptly, accurately and to the right person.

Recognise when evacuation procedures have been started and following company procedures for evacuation.

Follow the health and safety requirements laid down by your company and by law, and encourage colleagues to do the same.

Promptly take the approved action to deal with risks if you are authorised to do so.

If you do not have authority to deal with risks, report them promptly to the right person.

Use equipment and materials in line with the manufacturer’s instructions.

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Company procedures and legal requirements for dealing with accidents and emergencies.

Reporting accidents and emergencies promotes health and safety.

Legal and company requirements for reporting accidents and emergencies.

Company procedures for evacuation, including how the alarm is raised and where emergency exits and assembly points are.

Health and safety requirements laid down by your company and by law.

Setting a good example contributing to health and safety in the workplace.

Authority and responsibility for dealing with health and safety risks, and the importance of not taking on more responsibility than you are authorised to.

Approved procedures for dealing with health and safety risks.

Finding instructions for using equipment and materials.


Techniques for speaking and behaving in a calm way while dealing with accidents and emergencies.

Emergency response techniques.

Using machinery and escape methods to have minimal loss to material and life.

10 To work effectively in your team


Display courteous and helpful behaviour at all times.

Take opportunities to enhance the level of assistance offered to colleagues.

Meet all reasonable requests for assistance within acceptable workplace timeframes.

Complete allocated tasks as required.

Seek assistance when difficulties arise.

Use questioning techniques to clarify instructions or responsibilities.

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Identify and display a non-discriminatory attitude in all contacts with customers and other staff members.

Observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact.

Follow personal hygiene procedures according to organisational policy and relevant legislation.

Interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task.

Interpret, confirm and act on legal requirements in regard to anti-discrimination, sexual harassment and bullying.

Ask questions to seek and clarify workplace information.

Plan and organise daily work routine within the scope of the job role.

Prioritise and complete tasks according to required timeframes.

Identify work and personal priorities and achieve a balance between competing priorities.


The policies and procedures relating to the job role.

The value system of the organisation.

Employee rights and obligations.

The reporting hierarchy and escalation matrix.


Ask questions to identify and confirm requirements.

Follow routine instructions through clear and direct communication.

Use language and concepts appropriate to cultural differences.

Use and interpret non-verbal communication.

The scope of information or materials required within the parameters of the job role.

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Consequences of poor team participation on job outcomes.

Work health and safety requirements.

11 To work effectively in your organisation


Share work fairly with colleagues, taking account of your own and others’ preferences, skills and time available.

Make realistic commitments to colleagues and do what you have promised you will do.

Let colleagues know promptly if you will not be able to do what you have promised and suggest suitable alternatives.

Encourage and support colleagues when working conditions are difficult.

Encourage colleagues who are finding it difficult to work together to treat each other fairly, politely and with respect.

Follow the company’s health and safety procedures as you work.

Discuss and agree with the right people goals that are relevant, realistic and clear.

Identify the knowledge and skills you will need to achieve your goals.

Agree action points and deadlines that are realistic, taking account of your past learning experiences and the time and resources available for learning.

Regularly check your progress and, when necessary, change the way you work.

Ask for feedback on your progress from those in a position to give it, and use their feedback to improve your performance.

Encourage colleagues to ask you for work-related information or advice that you are likely to be able to provide.

Notice when colleagues are having difficulty performing tasks at which you are competent, and tactfully offer advice.

Give clear, accurate and relevant information and advice relating to tasks and procedures.

Explain and demonstrate procedures clearly, accurately and in a logical sequence.

Encourage colleagues to ask questions if they don’t understand the information and advice you give them.

Give colleagues opportunities to practise new skills, and give constructive feedback.

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Check that health, safety and security are not compromised when you are helping others to learn.

Check that health, safety and security are not compromised when you are helping others to learn.


Team’s purpose, aims and targets.

Responsibility for contributing to the team’s success.

Colleagues’ roles and main responsibilities.

The importance of sharing work fairly with colleagues.

Factors that can affect your own and colleagues’ willingness to carry out work, including skills and existing workload.

The importance of being a reliable team member.

Factors to take account of when making commitments, including your existing workload and the degree to which interruptions and changes of plan are within your control.

The importance of maintaining team morale, the circumstances when morale is likely to flag, and the kinds of encouragement and support that are likely to be valued by colleagues.

The importance of good working relations, and techniques for removing tension between colleagues.

The importance of following the company’s policies and procedures for health and safety, including setting a good example to colleagues.

Who can help you set goals, help you plan your learning, and give you feedback about your progress.

Identifying the knowledge and skills you will need to achieve your goals.

Checking your progress.

Adjusting plans as needed to meet goals.

Asking for feedback on progress.

Responding positively.

Helping others to learn in the workplace.

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Working out what skills and knowledge you can usefully share with others.

Health, safety and security risks that are likely to arise when people are learning on the job, and how to reduce these risks.

12 Manage a budget


Evaluate available information and consult with others to prepare a realistic budget for the respective area or activity of work.

Submit the proposed budget to the relevant people in the organisation for approval and to assist the overall financial planning process.

Discuss and, if appropriate, negotiate the proposed budget with the relevant people in the organisation and agree the final budget.

Use the agreed budget to actively monitor and control performance for the respective area or activity of work.

Identify the causes of any significant variances between what was budgeted and what actually happened and take prompt corrective action, obtaining agreement from the relevant people if required.

Propose revisions to the budget, if necessary, in response to variances and/or significant or unforeseen developments and discuss and agree the revisions with the relevant people in the organisation.

Provide ongoing information on performance against the budget to relevant people in your organisation.

Advise the relevant people as soon as possible if you have identified evidence of potentially fraudulent activities.

Gather information from implementation of the budget to assist in the preparation of future budgets.


The purposes of budgetary systems.

The importance of spending time on and consulting with others in preparing a budget.

The importance of agreeing revisions to the budget and communicating the changes.

The importance of providing regular information on performance against the budget to other people.

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Types of fraudulent activities.

The importance of using the implementation of the budget to identify information and lessons for the preparation of future budgets.

Factors, processes and trends those are likely to affect the setting of budgets in your industry/sector.

The area or activity that the budget is for.

The vision, objectives and operational plans for your area of responsibility.

The budgeting period(s) used in your organisation.

Organisational guidelines and procedures for the preparation and approval of budgets and for monitoring and reporting of performance against budgets and revising budgets.

The limits of your authority.

Who needs information in your organisation about performance against your budget, what information they need, when they need it and in what format.

What to do and who to contact if you suspect fraud has been committed.


Where to get and how to evaluate the available information in order to be able to prepare a realistic budget.

How to discuss, negotiate and confirm a budget with people who control the finance and the key factors that should be covered.

How to use a budget to actively monitor and control performance for a defined area or activity of work.

The main causes of variances and how to identify them.

What different types of corrective action which could be taken to address identified variances.

How unforeseen developments can affect a budget and how to deal with them.

How to identify types of fraudulent activities.

The agreed budget, how it can be used and how much it can be changed without approval

Core Skills / Generic Skills

On the job the individual needs to be able to:

Complete documentation accurately.

All 12 NOS

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Write simple reports when required.

13 Writing Skills On the job the individual needs to be able to:

Complete documentation accurately.

Write simple reports when required.

All 12 NOS

14 Reading Skills On the job the individual needs to be able to:

Read information accurately.

Read and interpret data sheets.

All 12 NOS

15 Communication Skills On the job the individual needs to be able to:

Use questioning and active listening to determine and respond to customer needs to ensure customers enjoy a positive retail experience that reflects store values

Carry out verbal instructions from other team members and supervisors

Read and interpret simple workplace documents

Complete simple written workplace forms and share work-related information with other team members

All 12 NOS

16 Professional Skills On the job the individual needs to be able to:

Make appropriate decisions regarding the responsibilities of the job role.

All 12 NOS

17 Decision Making On the job the individual needs to be able to:

Make appropriate decisions regarding the responsibilities of the job role.

All 12 NOS

18 Problem-solving On the job the individual needs to be able to:

Demonstrate sensitivity to customer needs and concerns

Anticipate problems and act to avoid them where possible

Solve problems in the context of a team structure where, after clarification, customer service issues or recognition of risk may be referred to another team member or a supervisor for resolution depending on store policy and procedures.

All 12 NOS

19 Teamwork On the job the individual needs to be able to:

Work collaboratively with team members, supporting the team, respecting and understanding others’ views, and giving and receiving feedback in the context of a retail customer service environment where employees are expected to perform their individual tasks but also look for opportunities to assist others.

All 12 NOS

20 Problem Solving On the job the individual needs to be able to identify and respond to:

Breakdowns and malfunction of equipment.

Unsafe and hazardous working conditions.

All 12 NOS

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Security breaches.

21 Initiative and enterprise On the job the individual needs to be able to:

Adapt to new situations, including changing workplace procedures

All 12 NOS

22 Planning and organizing Understand and follow store policies regarding work availability, rosters and work duties

Work within the store culture by practicing inclusive behavior

Manage personal presentation, hygiene and time

Prioritize and complete delegated tasks under instruction

All 12 NOS

23 Learning Identify personal strengths and weaknesses in the context of the job role and recognize how to personally learn best

Accept opportunities to learn new ways of doing things and implement changes under instruction in the context of store procedures

All 12 NOS

24 Technology On the job the individual needs to be able to:

Select and use a range of retail technology, such as point-of-sale systems, according to available equipment and store procedures

Recognize and report faulty equipment and follow store workplace health and safety procedures.

All 12 NOS

(This syllabus/ curriculum has been approved by RASCI)

Documents

SYLLABUS/ CURRICULUM - UGC Curriculum... · Curriculum Syllabus for Departmental Manager Departmental Manager SYLLABUS/ CURRICULUM This programme is aimed at training candidates for